Service Delivery Manager

About the Position

We are seeking an experienced Service Delivery Manager to manage standard-to-medium complexity projects or sub-streams within a larger account. The role focuses on day-to-day delivery execution, IT service management, infrastructure and cloud operations, risk and issue management, and client communication. The ideal candidate combines strong delivery management skills with sufficient technical understanding of IT infrastructure, cloud services, and modern software engineering practices.

Responsibilities

• Financial & Stakeholder Management: Project P&L, gross margin optimization, steering committee facilitation, and client expectations management
• Pre-Sales & Solutioning for Services: Architecting operational models, transition plans, staffing models (24/7 / follow-the-sun), and pricing inputs for new managed services proposals and renewals
• Managed Services Account Management: Ownership of service delivery framework, managed services agreements (MSAs), operational governance, and CSAT/NPS
• Manage the delivery and implementation of on-premise and cloud IT infrastructure and services, including network, server, backup, and related capabilities
• Coordinate IT operations and service delivery with the client, internal teams, and company headquarters
• Plan, scope, coordinate, and oversee the deployment of network and infrastructure capabilities across client environments
• Manage day-to-day delivery activities, timelines, dependencies, risks, issues, and action plans
• Ensure new services are properly provisioned and meet agreed requirements for availability, resilience, security, scalability, and supportability
• Coordinate with Dev, QA, BA, infrastructure, operations, and support teams to ensure smooth service delivery
• Monitor and report on SLAs, KPIs, service performance, and delivery status
• Ensure effective incident, problem, change, and request management in line with ITSM practices
• Provide regular status reporting to internal and client stakeholders
• Support project financial tracking, including budget, timesheets, utilization, and resource allocation
• Ensure diligent management and execution of the project budget
• Coordinate end-user IT support, network operations, troubleshooting, and service request handling
• Identify operational and delivery risks proactively and drive appropriate mitigation and resolution
• Collaborate with global teams and stakeholders across multiple locations and time zones

Requirements

• 5+ years of experience in Service Delivery Management, IT Project Management, Infrastructure Management, or a similar role
• Proven experience managing IT infrastructure and service delivery, including on-premise and/or cloud environments
• Solid understanding of ITIL/ITSM principles, including Incident, Problem, Change, and Request Management
• Strong knowledge of Agile/Scrum/Kanban practices, release planning, sprint management, and delivery tracking
• Good understanding of the Software Development Life Cycle (SDLC) and modern software engineering practices
• Experience managing SLAs, KPIs, service performance, risks, issues, and dependencies
• Basic understanding of cloud concepts and services across AWS, Azure, or GCP, including IaaS, PaaS, SaaS, and serverless
• Understanding of infrastructure fundamentals, including networking, servers, backup, availability, resilience, and security
• Ability to coordinate cross-functional technical teams and communicate effectively with technical and business stakeholders
• Experience with project financial tracking, resource allocation, utilization, and budget management
• Strong organizational, communication, problem-solving, and stakeholder management skills
• Practical experience using AI-assisted project and delivery management tools, such as AI-generated sprint summaries, meeting minutes, action items, status reports, and risk identification
• Understanding of how Generative AI tools can support software development, planning, estimation, delivery, and team productivity
• Awareness of AIOps / GenAIOps concepts and their potential application in IT service management and operations
• Basic awareness of cloud security and compliance, including shared responsibility models and data privacy requirements such as GDPR
• Ability to use AI tools responsibly to improve delivery efficiency, reporting, documentation, and operational processes
• Entry-level multi-cloud certification (e.g., Google Cloud Digital Leader, AWS Cloud Practitioner)
• Entry-level AI certification (e.g., Google Cloud Generative AI Fundamentals, AWS Certified AI Practitioner, Copilot, Claude, Gemini, etc.)

Nice to Have

• ITIL certification or equivalent practical ITSM experience
• PMP, Agile, Scrum, SAFe, or similar certification
• Experience with DevOps, CI/CD, Kubernetes, or Infrastructure as Code (IaC)
• Experience managing managed services, application support, or infrastructure operations
• Experience working with enterprise-scale cloud infrastructure or cloud transformation initiatives
• Experience working with global teams and international clients

We Offer

• Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
• Receive the necessary equipment to perform your work tasks
• Change projects and technology stacks within EPAM
• Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
• Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
• Participate in volunteer, charity programs and communities (both technical and interest-based)
• Focus on your professional growth:
  • Plan your individual career path together with your manager
  • Receive regular feedback from colleagues
  • Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
  • Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
  • Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
  • Access corporate accounts on LinkedIn Learning, Get Abstract, and other partner resources
  • Study at EPAM Solution Architecture School with instructors who are practicing architects
  • Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school, and more
  • Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events, and conferences annually)
• Vacation and sick leave (including a sick leave without a medical certificate)
• A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
• Medical insurance for family members at corporate rates
• Company support during significant life events (childbirth or adoption, marriage, etc.)
• Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
• E-kids program - a free programming language training program for EPAMers' children